Systems Engineer

Dexter Harper

( 770-***-**** (H) 678-***-**** (C) ( ******.******@*******.***

http://www.linkedin.com/pub/dexter-harper/1/41/467

IT Migrations Implementations Service Delivery

Seasoned Systems Engineer with 10 years of progressive experience related

to IT application support, implementation, and systems engineering in fast-

paced, technical environments. Extensive knowledge of networking protocols,

including TCP/IP, DNS, DHCP, SNMP, POP, SMTP, and FTP. Expert in driving

mission-critical projects and effortlessly resolving gridlocks that impede

optimum service delivery. Grounded in integrity and acknowledged for

energy, resilience and resourcefulness, expertise has been honed in

managing change, elevating team performances and sustaining robust,

responsive systems and operations.

Education and Training

Bachelor of Business Administration - Fort Valley State University

A.A.T. - Computer Information Systems - Central Georgia Technical College

Brainbench Certification as a Network Technical Support Specialist

Cisco Certified Network Associate

Certified IBM Technician

Professional Experience

Migration Engineer

02/2010 - 04/2014

ACI Worldwide

Norcross, GA

Directly worked with major financial institutions and large clients with

up to 60,000+ users to ensure successful migrations (legacy to data-

center and voice) of their data to new platforms.

. Successfully extracted data and files from client databases,

converted files and data, and safely imported it into their new

database platform.

. Performed a wide range of troubleshooting procedures and several

test migrations to ensure the high probability of a successful

migration prior to the target "go live" date.

. Assisted with generating project documentation, including project

plans, meeting agendas, and training guides.

. Applied software patches to application servers to address needs and

enhance the product.

. Planned, coordinated, and executed implementation projects, while

also preparing support documentation.

. Identified key customer service challenges and went above and beyond

to ensure that issues were properly escalated and resolved.

. Conducted training sessions and presentations to ensure team

cohesion and client satisfaction.

Implementation Engineer

05/2007 - 02/2010

Fidelity National Information Services

Norcross, GA

Provided top-level IT support to clients with advanced system

implementation needs and challenges.

. Effectively handled the development, implementation, and maintenance

of existing, new, or enhanced computerized systems.

. Performed sufficient research, detailed documentation, and all

phases of the project management process to ensure that the team

collectively provides an efficient and ideal solution to the client.

. Prepared test scripts and executed testing for simple coding and

system changes.

. Regularly attended and presented product training sessions and

informational workshops for client employees to ensure optimal

results and to also foster strong vendor relationships.

. Ensured that top quality management methodologies were applied to

projects, staff, and processes to consistently achieve team goals

and objectives.

Application Support Analyst

10/2005 - 05/2007

American Express

Atlanta, GA

Served in a role to provide technical, procedural, and process support

in several assigned functional areas, in addition to providing user

training, support, and application troubleshooting.

. Supplied real-time support for external clients through a variety of

contact points, including incoming calls, web requests and service

requests logged into the Sugar Suite corporate case management

system.

. Provided support, analysis, troubleshooting, and problem tracking

within the Invoice Harbor application system.

. Handled and resolved all incoming customer calls and cases related

to the Harbor Application System.

. Delivered prompt and accurate client assistance to ensure complete

client satisfaction by applying proper departmental procedures for

call control, problem resolution, and escalation when necessary.

. Traveled to perform troubleshooting techniques and resolve

challenging issues directly at the customer site whenever necessary;

also supplemented the implementation team efforts as needed.

. Utilized SQL debugging tools and product specific diagnostic tools

and techniques to resolve customer issues.

. Dialed into customer sites to collect and analyze data in the

appropriate formats as a means to troubleshoot issues; reproduced

issues, documented the results, and presented issue resolution steps

to customers.

. Partnered directly with the Product Development Team to troubleshoot

software and correct issues.

Technical Support Analyst

07/2004 - 10/2005

American Express

Atlanta, GA

Served on a team that collectively and independently troubleshoot and

resolved technology challenges for customers while working with a wide

range of software systems and tools.

. Assessed, analyzed, and resolved complex customer operational and

production issues, often by dialing into client environments and

running SQL queries in their databases.

. Drafted effective customer service procedures and processes for team

usage, while also managing maintenance releases and implementations.

. Earned promotion from role due to strong performance, necessary

skills, and reliability on a consistent basis.

Technical Skills:

T-SQL, MS SQL Server 2012, MS Windows Server OS, XML, XSLT, HTML, CSS,

JavaScript, Core Java, Citrix, Apache Tomcat, Linux/UNIX, VMWare,

TeamViewer, Eclipse IDE, SAP, MS Office Suite, Salesforce CRM, SalesLogix

CRM, Oracle Database Query Tool, TOAD for Oracle.

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